ComplaintsforMaelys Cosmetics USA Inc.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered Maelys B-Glossy product under their "try before you buy" terms on June 30th. When I received the product I knew right away that I would not be able to use it. I contacted them by the email they provided on July 11th (the day I received it) to ask for a return label. Maelys emailed me to tell me that they would send a return label asap. After several more attempts I still haven't received the return label and they are now ignoring my emails. I feel that my only recourse now is to file this complaint in hopes that maybe they will resolve this situation. I do see that the BBB has received many complaints in regards to this same problem with this company. Hopefully some kind of action will be taken.

  Business response

  07/25/2024

  We're so sorry to hear about your experience as it is our mission to ensure each and every customer is satisfied! We wanted to confirm that we have sent you a return label. Please feel free to reach out with any further questions or concerns.
  
  

  Customer response

  07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was skeptical of Maelys claims to reduce sagging skin but there were many reviews. When I saw that they offered a free 21 day shipping I thought it would be the perfect chance to try it. I was charged for shipping only but then a pending charge for the full amount showed up after the purchase. I received an email from them stating it was just a pending charge that wouldnt go through until the end of the trial. I accepted that. I placed my order on 6/17 and received it on the 21st. Tried the product and decided I didnt like it. I requested the return label on 6/30 and received it on 7/2 after a bit of back and forth. I did take a few days to ship it but it was marked as delivered on 7/11 per the tracking info. Which is when the time period ended. Okay, so thinking Im safe, why was I charged for the full amount on the 7/16!! A week after the trial ended?! It doesnt make sense! I filed a dispute with PayPal but now my money is in limbo. Ive emailed them several times with no response. This is a scam company, do not do business with them.

  Business response

  07/24/2024

  We're so sorry to hear about your experience as it is our mission to ensure each and every customer is satisfied! Our customer service team has been in touch with you, and we wanted to confirm that your order has been refunded. Please feel free to reach out with any further questions or concerns!
  
  
  
  

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered the Try before you buy promotion from MAELYS cosmetics. I used the product, but returned it within the 20 day timeframe due to it causing a skin condition. Although the product was returned, I was charged $100.51 after the 20 days. I informed them that it was returned within the days. However, I keep getting the same reply..when it arrives at our warehouse, it will be refunded. I have a tracking receipt that confirms it has been delivered at the warehouse. However, I continue to get the same response. I still have not received a refund.

  Business response

  07/23/2024

  We're so sorry to hear about your experience as it is our mission to ensure each and every customer is satisfied! Our customer service team has been in touch with you, and we wanted to confirm that your order has been refunded. Please feel free to reach out with any further questions or concerns! Have a great day! 
  
  

  Customer response

  07/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased B - Tight Booty Mask from Maelyscosmetics, order number: ********* on 07/04/2024. Paid $5.30 shipping. When I received order, I tried it and it started burning my **** and it was burning so bad, I had to wash it with soap five times to take it off. I emailed them to get a return so they sent me an email with a link to download return label. I pressed on button and no download of return label. I emailed them for the past 3 days about sending me the return information on the body of an email and they said they will do it that 'The Team' will get back to me but NO ONE has gotten back to me. This is very unprofessional. I also read a complaint here on BBB that someone else experienced the same exact thing I am going through. All I want is to return the product that burned me but they don't want to give me the return label and information. I don't want them to charge my debit card $51.94 USD. I am very frustrated with this company. I never in my life have been through this.

  Business response

  07/22/2024

  We apologize for any inconvenience you may have experienced regarding the return of your recent purchase. We understand how frustrating this situation can be and are committed to resolving it promptly. We have sent you the return label a few times and have just resent it again. If you do not receive it or encounter any further issues, please let us know, and we will ensure you have everything you need to complete your return. 

  Customer response

  07/23/2024

  Better Business Bureau:
  
  They finally sent me the return label because I reported them to you so I sent the product. I also changed my credit card information so they cannot cheat me.  I resolved my issue with that terrible business Maelys Cosmetics.

  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a set of three lotions and paid $114.75 and only received one item. I have requested a refund or replacement several times and no longer have the box they keep asking me to photograph. I have now reached out several times to no response at all. Id like a full refund for my products and time.

  Business response

  07/24/2024

  We are truly sorry to hear about your experience. It is our mission to ensure each and every customer is satisfied. Our customer service team has been in touch with you, and we wanted to confirm that we have ready sent you a replacement order for the missing products. If you have any further questions or concerns, please feel free to reach out. Have a great day!
  

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 14, 2024 I signed up for try before you buy. On July 9th I contacted the company to initiate a return, at which time the representative convinced me to exchange the products instead of returning them. They assured me that an exchange had been processed and I would only be charged at the end of the trial for the cheaper of the products. I never received confirmation of the order, and continued to reach out to customer service with no answer until the end of the trial, at which time I was charged for the original products. After the charge someone answered saying they can no longer process a return because the trial is over, but would still send the agreed upon products free of charge. Again, there is no confirmation of such an order, just assurances from what I can only assume is a chatbot that my order has been processed. I wanted to return the products well within the allotted time period and they stall and lie. They continue to claim an exchange order was processed, but they cannot provide an order number.

  Business response

  07/18/2024

  We are sorry to hear about your experience. Our customer service team has been in touch with you and we wanted to confirm that your order new order has been sent. Your new order number is *********. Please feel free to reach out with any further questions or concerns!

  Customer response

  07/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 6/10/2024 I ordered products through Maelys "try before you buy" program. I received the products on 6/17/2024. I only tried one of the products, but it irritated my skin, so I began communicating via e-mail with Maelys customer service to return the items within the 21-day trial period and requested the pre-paid mailing label they promise. I did NOT receive a response to any of my messages. The company does not disclose a telephone number to call. Their chat system does not work. Finally, on July 3, 2024, I received a response from customer service stating that they were sorry to hear that I had skin irritation and that I can return the products within the time frame. They did not give me any information on how to return the products and did not offer me a mailing label. I reached out again on July 3, July 4, July 6, July 7 and July 8th, requesting the mailing label or even just an address to return the products within the time frame. I received a response on July 8th that they would be sending the mailing label ASAP, but it never came. July 9th I received an e-mail with the link to the address label, but that it won't be available for 24 hours. On July 10th I was charged for the products, when I was specifically told in an e-mail that I would not be charged. I have returned the products and have NOT received a refund. They are clearly scamming people with their false advertising about being able to return products without being charged for them.

  Business response

  07/18/2024

  We are sorry to hear about your experience. Our customer service team has been in touch with you and we wanted to confirm that your order has been refunded. Please feel free to reach out with any further questions or concerns!

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for *****'s free 21 day Try Before You Buy program for 2 products. I agreed to receive the products for free, try them out, and if I don't like them, return before the end of 21 days to not be charged. I received my order on June 20 2024. On July 2 2024 (Day 13 of my trial) I requested a return label to return both products via their website instructions. I was told I'd receive it shortly. But after 24 hours, I reached back out because I didn't receive the return label. This began a weeklong email exchange with *****'s apologizing for the delay & guaranteeing I'd receive the label shortly. I went back to the website and clicked on "Contact Us" in hopes to get additional help but it was more of the same response. On July 10 2024, Day 21 of my trial, my card was charged and I still hadn't received a return label. I had to stalk their Instagram account and comment on their posts & videos about my horrible experience & warn other customers about this feeling like a scam to get a response. Then, and only then, did I finally receive a return label on July 12, 2024 (day 23). I returned both items and I'm still waiting on a refund. I feel certain I never would've gotten that label if I hadn't commented on multiple posts on their Instagram. This felt like ********* want others to be aware of this.

  Business response

  07/17/2024

  We're so sorry to hear about your experience as it is our mission to ensure each and every customer is satisfied! We wanted to confirm that your order has been refunded. Please feel free to reach out with any further questions or concerns. Have a great day!
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I used the Try Before You Buy program with Maelys. Attached you will find a screenshot of their email stating the 21 day trial period begins upon delivery. There is also a screenshot of the **** tracking number email that Maelys provided, and the **** tracking page showing delivery was on June 27, 2024. This means 21 days would be July 17th. I tried the products, making sure to take "before" photos. There was no improvement whatsoever. I emailed Maelys on July 14th to let them know I wanted to return the products. "******" from Maelys has repeatedly replied stating my trial period ended July 14th (screenshots attached), and a return/refund cannot be processed. I have sent four emails, all getting the same basic reply from "******". Obviously they have counted 21 days incorrectly; however, even if they had not, I was contacting them on the date "******" says the trial period ended. The only resolution to this problem is refund/return.

  Business response

  07/22/2024

  We are sorry to hear about your experience. Our customer service team has been in touch with you and we wanted to confirm that we have refunded your for your order. Please feel free to reach out with any further questions or concerns!
  

  Customer response

  07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.  While it did take me filing this complaint and disputing the charge on my credit card, they finally refunded me the $103.88 charged.  It occurred the day after they posted on BBB that I had been refunded.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for a try before you buy on 6/1 and then another one on 6/5. On 6/21 I sent an email to begin the return process as I was dissatisfied and not interested in keeping the products or being charged for them. They dont respond in a timely manner further prolonging the trial period for weeks until the trial period ends and they say they cannot issue a refund. It is so unprofessional and such a scam. They have no contact phone number so theres no other way to get in touch with the company other than the customer service email address Ive constantly been reaching out to. I have recently been looking into reviews and they its now evident that this is how the company operates and a plethora of people have been taking advantage of the same way I have. I would like a full refund, and an acknowledgment of wrongdoing by the company.

  Business response

  07/17/2024

  We apologize for any inconvenience you may have experienced regarding the return of your recent purchase. We understand how frustrating this situation can be and are committed to resolving it promptly. We have sent you the return label multiple times. If you have not received it or need any further assistance, please let us know, and we will ensure you have everything you need to complete your return.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩